Evolve Engineer - Must haves- 

1. Settings for the ECS Org in Carrier Admin
   1. this is to enable WebRTC for the whole org
2. User setup for the eAgent device in Ossmosis.
3. User setup for the eAgent softphone in ECS Setup
   
   1. steps 2 and 3 are per user

...

1. check that Notifications are set inside the browser (reference- HERE)
2. eAgent - by Default eAgent settings default ringtone to Silent for Incoming calls -
3. Set Ringtone to something other than Silent -

Incoming Call Interaction

Accepting a Call

Image Modified

When a new call interaction is being offered to an agent, the call can be answered on your eAgent browser.

To accept the interaction via your handset, select Image Modified. This will work only if utilizing a handset or eAgent Softphone. If the agent is using the agent application with Teams or Webex, the agent must answer the call directly Teams/Webex.

To decline and send the interaction back to queue, select Image Modified. Note, if you are the only ready agent in the BP, the interaction will continue to present itself until accepted or another agent becomes ready.

For more details on Call Handling in eAgent - please see this page - Handling Call Interactions